Healthcare IT leader with 25+ years at UC Davis Health who has built a career turning operational complexity into structured, scalable systems across one of California's premier academic medical centers. Currently directs the ServiceNow platform for UC Davis Health, managing a cross-functional team of analysts, developers, contractors, and vendors through enterprise-wide implementations including CMDB buildout. Previously led systems integration operations overseeing every interface connecting Epic to clinical, hospital, and business systems — and chaired the cross-functional committee that governed integration priorities. Earlier career included standing up IT service management processes from scratch, supervising a 24/7 operations center, and providing real-time support through multiple Epic go-lives that transformed how the medical center delivers care. Career defined by progressive growth from data center operations to enterprise platform leadership within a single institution — the kind of deep institutional knowledge that cannot be replicated.
Core Competencies
Enterprise Platform ManagementHealthcare IT OperationsSystems IntegrationIT Service ManagementTeam Leadership & Staff DevelopmentProject & Portfolio ManagementVendor & Contractor ManagementClinical Systems (Epic)Process Design & ImprovementStakeholder Engagement
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Professional Experience
ServiceNow Platform Manager — Service Technology Unit
UC Davis Health · Sacramento, CA
2022 – Present
Directs the ServiceNow platform for UC Davis Health, managing a cross-functional team of business analysts, developers, contractors, and vendors responsible for enterprise-wide service delivery.
Serves as demand and resource manager for all ServiceNow module implementation requests, evaluating intake, prioritizing work, and allocating resources across concurrent projects.
Led end-to-end implementation of large-scale platform initiatives — including CMDB buildout — from RFP development through vendor onboarding, project kickoff, and delivery oversight, including managing implementation partners, project timelines, costs, and scope changes.
Manages financial planning and cash flow for platform operations, aligning spending with institutional priorities and project timelines.
Represents UC Davis Health in the UC ServiceNow User Group (UC SNUG), collaborating across the University of California system on platform strategy and shared knowledge.
Conducts routine staff performance development plans and discussions, building a culture of growth and accountability across the platform team.
Implementation & Operations Supervisor/Manager — Systems Integration
UC Davis Health · Sacramento, CA
2015 – 2022
Managed the systems integration team responsible for all interfaces connecting Epic to clinical, hospital, and business systems across UC Davis Health.
Served as portfolio and intake manager for new integration projects and enhancement requests, controlling the pipeline from initial request through resource allocation and delivery.
Chaired the Interface Oversight Committee — a cross-functional body of clinical, hospital, business, and IT leadership that governed integration priorities and decisions.
Acted as the organization's ServiceNow subject matter expert across intake, demand management, resource management, knowledge management, PPM, and all ITSM/ITIL processes.
Created a quarterly newsletter highlighting integration project successes, bringing visibility to a critical but underrecognized function within the Epic platform ecosystem.
Provided direct management of operational and project analysts, including performance development, resource planning, and workload distribution across multiple concurrent projects.
Analyst VI — Systems Integration
UC Davis Health · Sacramento, CA
2012 – 2015
Led the integration component of a major ADT/Scheduling conversion — managing functional testing, integrated testing, issue resolution, and workload distribution across analysts and contractors.
Managed the technical integration for replacing a legacy fetal monitoring system with a modern platform capable of direct data transfer of patient vitals — improving real-time clinical data availability.
Led a federally mandated project ensuring scheduled medications (III–V) were ordered and processed in compliance with federal regulations.
Oversaw nStream and non-radiological integrations, working with PACS to improve communications between Epic and clinical imaging devices including bronchoscopy and ultrasound.
Met with physician champion groups to present findings on analysis requested, translating technical integration work into language clinical leadership could act on.
Programmer V/VI-Supervisor — Technology Operations Center
UC Davis Health · Sacramento, CA
2005 – 2012
Supervised the Level 1 support team for UC Davis Health's IT operations center, maintaining first-call resolution rates between 65–80%.
Built IT service management processes from the ground up — incident management, problem management, change management, and communication standards that became the IT department's operational baseline.
Led the evaluation and implementation of multiple ticketing platforms, including migration from a Domino-based system through iET Incident Management review to the HP Service Manager suite.
Developed communication process standards and templates for all of IT — establishing how the department communicated outages, changes, and incidents to the medical center.
Implemented team-building programs and an incentive award system, and facilitated cross-team collaboration between Level 1 and Level 2/3 teams to improve escalation processes and resolution times.
Led failure analysis meetings with management teams, ensuring root causes were identified and long-term solutions developed for all reported incidents.
Earlier Career
Programmer III — Technology Operations Center
UC Davis Health · Sacramento, CA
2003 – 2005
Frontline technical support for the medical center and surrounding clinics. Participated in multiple Epic go-lives — base EMR, Ambulatory, Clinical Order Entry, and Physician Order Entry — providing real-time support during some of the most critical system transitions in the institution's history.
Sr. Computer Operator — IT Data Center
UC Davis Health · Sacramento, CA
1999 – 2003
Monitored mainframe server operations, managed monthly IPLs and system maintenance, and provided helpdesk support in a high-volume environment. Entry point into a 25-year career at UC Davis Health.
Leadership & Community
Chair — Latinx Staff and Faculty Association (LSFA)
UC Davis Health
Current
Leads UC Davis Health's Latinx employee resource group, fostering cultural engagement, professional development, and community-building across the medical center.
Directs a six-member executive board — vice-chair, treasurer, secretary, and outreach coordinators — organizing quarterly institution-wide meetings and advocacy initiatives.
Education & Certifications
Bachelor of Science, Criminal Justice — California State University, Sacramento Epic Bridges — Certified Administrative Officers for the Future — Graduate Epic User Group Meeting (UGM) — 2022 Attendee Additional: EpicCare Inpatient Fundamentals · Clinical Administration · Staff Administration · Project Management Boot Camp · Business Requirements Training